Description

Job Title: Helpdesk Officer

A Helpdesk Officer is a frontline IT professional responsible for providing technical support and assistance to users within an organization. They act as the first point of contact for resolving IT-related issues, ensuring smooth operation of systems and minimizing downtime.

Key Responsibilities

• User Support:
• Respond to user inquiries via phone, email, or chat.
• Troubleshoot and resolve hardware, software, and network issues.
• Incident Management:
• Log, track, and prioritize support tickets using helpdesk software.
• Escalate complex issues to higher-level support teams when necessary.
• System Maintenance:
• Perform routine checks and updates to ensure systems are functioning optimally.
• Assist with software installations and configurations.
• Documentation:
• Maintain records of issues, resolutions, and user feedback.
• Create and update user guides and FAQs.
• Training:
• Provide basic training to users on new systems or applications.
• Security Compliance:
• Ensure users follow security protocols (e.g., password policies, data protection).

Tools and Technologies

• • Helpdesk Software: ServiceNow, Zendesk, Freshdesk, Jira Service Desk.
• • Remote Support Tools: TeamViewer, AnyDesk, Remote Desktop Protocol (RDP).
• • Monitoring Tools: Nagios, SolarWinds, PRTG Network Monitor.
• • Collaboration Tools: Microsoft Teams, Slack, Zoom.

Other Requirements: Microsoft Certification: MCSA, MCSE or MCITP Server Administrator is desirable.

A minimum of three years relevant experience is required. The role may require travel so only candidates willing and available to travel while on the job should apply.

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